Due to the economic impact of COVID-19, consumer trends have changed. 65% of consumers have tried new brands in 2020 due to COVID-19. Maintaining customer loyalty during this time is crucial. We know that on average, it costs five times more to acquire a new customer, then to retain an existing one.
Add the right tools to your belt to retain loyal customers during this time. Use the HEART framework to plan a Customer Loyalty plan!
Humanize your company Being transparent on how your company is handling COVID-19 to your customers and employees will help with customer retention. Utilize Social Media and your website to do this.
Educate about change Let your customers know how they can interact with your business during this time. Have your hours changed? Are there new in-store guidelines that need to be followed?
Assure stability Remind customers that although there are new ways to interact with your business, it still upholds the same values.
Revolutionize offerings Now that your customers are assured, share with them how your business is adapting and overcoming through the challenges. What new ways are you solving problems?
Tackle the future Find ways to go above and beyond through the pandemic if you are financially able. Show that you are taking ownership of the situation to inspire confidence! Social Media is an ideal way to share this.
Do you need help retaining customers as your state opens back up? CIS is a Creative Agency with quick turnaround time. We are ready to help you with Google Ads, SEO, Web, and graphic design! Contact us today!